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市場調査レポート
ライフサイエンス分野で望まれるサポートサービス
Service & Support for Life Science Produts
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当商品の販売は、2011年07月19日を持ちまして終了しました。
At many life science companies, customer service and technical support
activities have traditionally lacked the excitement associated with developing
innovative technologies and products for research. However, the value of
customer service and technical support in this market has increasingly been
recognized over the past decade. This second edition of Service & Support
for Life Science Products is based on a detailed 33-question survey of over
1,200 life scientists. The 2004 edition re-examines the expectations of
scientific customers as they relate to service and technical support from their
suppliers. By helping these suppliers to fully understand these expectations,
this report will assist them in building customer loyalty through responsive
service and support.
The major objectives of this report are as follows:
- * Identify the most important attributes of the Customer Service and
Technical Support departments
- * Understand the ways in which life scientists prefer to order and receive
products and to identify common problems encountered during this process
- * Identify the reasons why customers contact the Technical Support
department
- * Determine the preferred ways to receive written instructions or advice
on the use of a product
- * Ascertain the most important Web site features that facilitate customer
service and technical support
- * Identify the life science suppliers that are perceived as offering
"best-in-class" customer service and technical support
- * Understand how scientists' behaviors and preferences vary based on
their level of satisfaction with the Customer Service and Technical Support
departments
Table of Contents
Service & Support for Life Science Products REPORT #03-071
Section 1. Analysis and Interpretation of Survey Results
- 1-1 Introduction
- 1-5 Customer Service
- 1-14 Technical Support
- 1-23 Conclusion
Section 2. Study Methodology and Demographics
- 2-1 Objectives
- 2-1 Comments
- 2-3 Understanding Quadrant Analysis
- 2-3 Derived Importance
- 2-3 Plotting Attributes on a Quadrant Map
- 2-4 Assumptions
- 2-5 Definition of Terms
- 2-6 Demographics
- 2-7 Questionnaire
Section 3. Presentation of Survey Data Customer Service
- 3-1 Percentage of time spent on different reasons to contact Customer
Service
- 3-2 Methods of ordering frequently used products
- 3-3 Preferred way to order a product directly from a supplier
- 3-4 Location where orders are typically delivered
- 3-5 Action taken when there is a problem with an order
- 3-6 Problem that requires customer service to be contacted most often
- 3-7 Percentage of orders per year that require customer service to be
contacted
- 3-8 Preferred way to contact customer service
- 3-9 Maximum amount of time willing to remain on hold
- 3-10 Most agreeable option when being put on hold
- 3-11 Alternative action most likely to be taken when a caller is not able
to stay on hold
- 3-12 Expected reply time
- 3-13 Most important features in the customer service section of Websites
- 3-15 Overall satisfaction with the customer service section of Websites
- 3-16 Preferred method of compensation for the receipt of a damaged product
- 3-17 Satisfaction with specific qualities of customer service departments
- 3-19 Overall satisfaction with customer service departments
- 3-20 Supplier that provides the highest level of assistance
Technical Support
- 3-22 Source of assistance turned to when a technical problem is
encountered
- 3-23 Type of product that most often requires technical support to be
contacted
- 3-24 Type of problem that most often requires technical support to be
contacted
- 3-25 Preferred way to receive additional written instructions or advice on
the use of a product
- 3-26 Percentage of calls to technical support that are "urgent"
- 3-27 Importance of receiving written instructions or
- speaking with someone in native language
- 3-29 Frequency of finding sales representatives to be a
- good source of technical support and advice
- 3-30 Usefulness of having a dedicated, single point-of contact who is
responsible for coordinating ALL requests
- 3-31 Most important technical support Website features
- 3-33 Overall satisfaction with the technical support section of Websites
- 3-34 Satisfaction with specific qualities of technical support departments
- 3-36 Overall satisfaction with technical support departments
- 3-37 Supplier that provides the highest level of advice and assistance
related to the use and performance of their products
- 3-39 Perceived value of guaranteed, 24-hour access to a highly-skilled
representative
Demographics
- 3-40 Market Segment
- 3-41 Job Position
- 3-43 Geographic Region
- 3-44 Area(s) of Research
Profiles of Top Suppliers of Customer Service
- 3-48 Sigma-Aldrich
- 3-51 Invitrogen
- 3-54 Qiagen
- 3-57 BD Biosciences
- 3-60 Promega
Profiles of Top Suppliers of Technical Support
- 3-64 Sigma-Aldrich
- 3-67 Invitrogen
- 3-70 Qiagen
- 3-73 Bio-Rad
- 3-76 Applied Biosystems
Section 4. Appendices
- 4-1 Insights & Perspectives
- 4-9 Cross-Tabulations of Survey Data
- 4-31 Other Publications
- 4-33 About BioInformatics
- 4-34 Our Valued Clients
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